January 2006 - otrs - OTRS mailing lists

Customer Queue list
by Jason Loven 18 Jan '06

18 Jan '06

How do I limit what queues a customer can choose from when composing a new ticket? -Jason

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rpm for fedora core 4 ?
by Guido Leisker 18 Jan '06

18 Jan '06

Hi List, is there a rpm for FC4? The packages for FC 1/2/3 dont work on 4. thanks

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Installing OTRS on a Windows System without installer
by Tissot, Thierry 18 Jan '06

18 Jan '06

Hello, I would like to install OTRS on a Windows 2000 system that already has Apache, Perl and mysql installed. Is there a doc or help to do that ? Thanks in advance Thierry

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Core::TicketFreeText
by ibrahim ALIZ 18 Jan '06

18 Jan '06

Hi All, Is there a way for the agents to assign the values to the free fields while creating a ticket (instead of assigning them later for the created tickets, which is, as I know so far, the only possible way in OTRS). Hope someone has some knowlegde on this issue, it will be really helpful. Best Regards, ibrahim ALIZ conVISUAL A.G. Oberhausen, Germany __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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RE: [otrs] Reporting
by Jason Loven 18 Jan '06

18 Jan '06

Close...turns out it was far too obvious for me to see. I hadn't granted myself access to the stats group. Duh. I dunno how I missed that one but I'm espeically glad I got to share my cluelessness with the entire list. -----Original Message----- From: Seigafuse, Mike [mailto:mseigafuse@fcg.com] Sent: Tuesday, January 17, 2006 9:52 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Reporting Sounds like perhaps you haven't granted yourself rights to the FAQ module... -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, January 17, 2006 5:51 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Reporting Jason Loven wrote: > I must have a missing module then. Mine read (left to right) Logout, > Queue View, Phone-Ticket, Email-Ticket, Search, Preferences, Customer, > Bulk-Action.... I have in between Search and Preferences. Nils. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

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Passwords stored in clear text
by Torgeir Vidnes 18 Jan '06

18 Jan '06

Hi I noticed that some of the the passwords used in OTRS are stored in clear text in the config files, and therefore I am questioning the security in the program. I am especially worried about the PGP passphrase that is stored in clear text in the Kernel/Config/Files/ZZZAuto.pm file. Any ideas about how this can be improved? Regards, Torgeir Vidnes

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Statistics / GD::Text and UTF-8
by Björn Wiberg 18 Jan '06

18 Jan '06

Hi! We're running OTRS 2.0.4 on Debian Sarge with MySQL 4.1 (which defaults to latin1 on Debian) under Apache 2.0 as CGI. The system is using "swedish" as its locale (sv_SE.iso-8859-1). Our OTRS installation is Unicode-enabled using $Self->{'DefaultCharset'} = 'utf-8'; in the configuration file. However, we're having problems with Swedish characters in queue names when viewing statistics. Statistics --> New Tickets --> CSV yields a iso-8859-1 encoded file. (Shouldn't this be UTF-8?) Statistics --> New Tickets --> Graph yields a graph where the Swedish characters are replaced by their two strange iso-8859-1 character "counterparts" instead of one, correct character. Could GD::Text or the font be at fault here? Statistics --> New Tickets --> Printer yields a table with "correct" queue names. Mozilla shows the page as UTF-8 encoded, although I cannot find anything about this in the HTML page itself. Shouldn't the page specify the character set used? Or does OTRS supply this through a Content-Type header instead? I have tried setting LC_ALL=sv_SE.UTF-8 and LANG=sv_SE.UTF-8 for the CGI script, in case this would affect things, but that didn't change anything. The queue names in the database also show the two-strange-characters-counterparts, as all tables etc. are latin1 and obviously OTRS has tried stuffing UTF-8 data into those. (I couldn't find anything in the database scripts supplied with OTRS indicating that the tables are set up to be UTF-8. Perhaps this shouldn't matter if one interprets the data correctly...) I would be grateful for any insights regarding this. Many thanks in advance! Best regards, Björn

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Admin OTRS opening closed tickets
by Getchell, Adam 18 Jan '06

18 Jan '06

Hello all, Where is this setting kept? I'm getting tickets reopened automatically after they've been closed, and I'm unable to discern the reason. Doing a search in sysconfig for reopen doesn't return results. I note this question by Luca Corti was (so far) unanswered in regards to avoiding reopened tickets when a customer replies to the agent email message saying it has been closed. *************** * Adam Getchell, M.S. * Director of Information Technology * College of Agricultural & Environmental Sciences Deans' Office * acgetchell(a)ucdavis.edu (530)752-8008 *************** "Invincibility is in oneself, vulnerability in the opponent." -- Sun Tzu

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RE: [otrs] Reporting
by Seigafuse, Mike 18 Jan '06

18 Jan '06

Sounds like perhaps you haven't granted yourself rights to the FAQ module... -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, January 17, 2006 5:51 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Reporting Jason Loven wrote: > I must have a missing module then. Mine read (left to right) > Logout, Queue View, Phone-Ticket, Email-Ticket, Search, > Preferences, Customer, Bulk-Action.... I have in between Search and Preferences. Nils. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

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Active Directory/LDAP authentication problem
by Hames, Joel 17 Jan '06

17 Jan '06

I have made some progress in getting this working, but I now have this error on my customer login screen: IO::Socket::INET: connect: Unknown error at D:/Programs/OTRS/otrs//Kernel/System/CustomerUser/LDAP.pm line 63. I am not sure if this is an inability to connect problem, or if it is an inability to authenticate against Active Directory. I can post my config.pm, if necessary. Thank you, Joel Hames Director of Technology Tamalpais Union High School District jhames(a)tamdistrict.org (415) 945-3798

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